Best Western Old Tollgate Hotel

Avoid. I booked two single occupancy rooms for one night via Booking.com for my husband and his 93 year old father, to allow them to stay an extra day near family following a family wedding. They arrived to find rooms not cleaned, dirty towels, bedding not changed, no toilet roll, no drink making facilties, no reception (automated check in).  They had to find somewhere else to stay in Horsham which was less convenient. The reviews on Booking.com were reasonable, but having seen the more recent reviews on Tripadvisor we would have cancelled. I have reported to Booking.com and credit card company to obtain reimbursement. Friends local to the area told us on the day before the stay that this place was closing for good on 06/10/25, but by that time advance payment had been made.

After multiple stays at this hotel over the past 7 years, we were very disappointed with our 4 night September stay in an Executive Room and we will never return. Over the years we have seen a steady decline, however, as we always found the place welcoming, friendly staff, with good food and clean rooms plus great location and good prices we continued to book. This stay, however, was a catalogue of problems that started on arrival. 1. We booked and paid for an early check in but the keypad wouldn't allow us access. As there is no longer a staffed reception (very bad idea) we managed to find a cleaner to let us in and she did say this was a problem with early check ins. 2. Once in the room we entered the bathroom to find NO towels had been provided. Plus no bin liner. Fortunately we were able to find the cleaner who did go and get us some towels. 3. The safe was already closed so we couldn't use it and despite informing the cleaner when she brought the towels nothing was done for the entire stay. 4. I decided to have a quick shower before going out but found loads of hair stuck to the wall and a very low pressure shower. The non stick mat that was provided was dirty and frayed at the edges so not pleasant to use. 5. When we returned in the evening we found the entrance very dark and uninviting. 6. We couldn't access the complimentary WiFi as didn't have the code and neither of us had good mobile reception to be able to search for it online. We did look at the notice boards in reception but couldn't see it and it didn't appear on any emailed booking communications. I later found it the following day when away from the hotel grounds where we has mobile reception. 7. Breakfast. It was like 'Fawlty Towers' on the first day. Even though we arrived very early, there were already lots of guests in the breakfast room and the only member of staff didn't welcome us nor explain where things were. The buffet selection was poor and most had run out, the coffee jug was empty, the water urn for tea was empty too. Obviously we asked for these to be refilled as did other guests multiple times but it took ages and when I repeatedly asked for a clean cup it eventually was slammed down on the table with no apology. The member of staff didn't look like he knew what he was doing and kept dropping cutlery on the floor and left it there. Everything was very chaotic. On previous visits I have really enjoyed the breakfasts especially the omelets but this time mine arrived badly presented and much smaller and not nearly as tasty. My husband's Full English which has always been really good was very poor too. Subsequent breakfasts were better, probably as there were less guests and a different member of staff. 8. TV in room - couldn't watch it as reception was so poor it constantly buffered and froze. 9. Price - the prices have increased significantly. Summary. We are very disappointed as the hotel is in a lovely location near to beautiful countryside and river and perfect as a base for us to visit family along the south coast. We were heartened to read on the website that the restaurant and bar are soon to be refurbished but there are no signs of any work. Sadly, we cannot see this hotel surviving unless some drastic measures are taken urgently. Although run down the main problems are no welcome, no reception staff and poor cleaning. (examples - on entering the main door there is a large plant pot with a lot of cigarette butts chucked in but his wasn't emptied during our stay, reception was dark and uninviting and the first impression on arriving at the hotel was very disappointing with untidy planting and unkempt appearance. I would not recommend staying at this hotel

1. Could no access to the room on early check in 2. No receptionist only a phone number 3. Television not working 4. No phone in room but states on information provided 5. Sausages on breakfast were not good they were off. When asked waitress to speak to chef. The chef wasn’t interested 6. No staff around to ask questions Definitely NOT recommended felt like I wasted my money. It looks beautiful but looks can be deceiving